Sales Experience Manager (Bilingual Japanese)

Marriott Vacations; United States; On-site; USD 90,000 - 110,000; Full time

Job summary

Marriott Vacations is seeking a Customer Relations and Sales Operations Manager to oversee owner and customer relations, address issues, and coordinate strategies to minimize cancellations while maintaining hospitality standards in the sales gallery and front desk.

The role leads daily operations of the Sales Gallery and Tour Desk, supervises training and performance, and collaborates with Sales and Marketing to improve processes.

Qualifications

• High school diploma or GED; minimum 2 years experience in a similar position.
• Proficiency in English (additional language required for certain positions)
• Successful Candidates Will Be Willing To: Begin work early in the morning (e.g., 7:15am), Work at night (occasionally), Must be willing to work weekends and holidays as required by business needs, Be reachable during off-hours

Responsibilities

• Address owner and customer issues to ensure satisfaction.
• Respond to owner and customer questions, complaints, and/or concerns.
• Responds to cancellations with call back to customer.
• Research owner and customer issues and work with various internal groups to resolve each issue.
• Develops plans to proactively deal with and mitigate common owner and customer problems/complaints.
• Coordinate strategy and salvage site pending defaults to maximize closing/lower cancellation rates through ongoing communication with new owners and supporting their purchase decision.
• May contact owners within a specified period of time after point-of-sale to ensure understanding of product presentation and to solicit referrals.
• Influence owners/customers considering rescission to proceed with the contract.
• Communicate with owners and customers when escalated issues arise.
• Escalate issues to senior management when appropriate.
• Track owner and customer issues and identify trends.
• Provide feedback to Sales and/or New Owner Administration based on owner/customer issue trends.
• Work with Sales and Marketing departments to address root causes of owner and customer problems/complaints and keep accurate records/reports on progress of all pending defaults.
• Ensure on-tour and purchase incentive benefits are processed and fulfilled on a timely basis and follow up on issues when they arise.
• Respond to questions, complaints, and/or concerns from owners/customers about reservations, closings, exchanges and all other aspects of their ownership including cases where a Vacation Ownership Advisor (VOA) is not available or when urgency dictates immediate action.

Skills

Proficiency in English

Education

High School Diploma or GED

Job description

Salary $100,000 plus additional incentive pay

JOB SUMMARY

Responsible for all aspects of owner and customer relations to ensure fulfillment of ownership and quality of experience. Address owner and customer complaints/issues and work proactively to reduce the number of issues. Coordinate strategy and salvage of all site pending defaults to maximize closing/lower cancellation rates through ongoing communication with new owners. May oversee the general operations of the sales gallery and sales front desk ensuring the highest levels of hospitality, service and standards. Manage the Sales Front Desk and Tour Desk teams (as applicable) and oversee the daily operations of those teams including scheduling, performance management, and issue resolution. May manage the sales line rotation and tour flow processes and work closely with Sales and Marketing Management to maximize tour efficiency. Provide owner product and usage options education and support.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; minimum 2 years experience in a similar position

Required Qualifications

Proficiency in English (additional language required for certain positions)

Successful Candidates Will Be Willing To:

• Begin work early in the morning (e.g., 7:15am)
• Work at night (occasionally)
• Must be willing to work weekends and holidays as required by business needs
• Be reachable during off-hours

JOB SPECIFIC TASKS

Addressing Owner and Customer Issues

• Interact with owners and customers to ensure complete satisfaction with their experience.
• Respond to owner and customer questions, complaints, and/or concerns.
• Responds to cancellations with call back to customer.
• Research owner and customer issues and work with various internal groups to resolve each issue.
• Develops plans to proactively deal with and mitigate common owner and customer problems/complaints.
• Coordinate strategy and salvage site pending defaults to maximize closing/lower cancellation rates through ongoing communication with new owners and supporting their purchase decision.
• May contact owners within a specified period of time after point-of-sale to ensure understanding of product presentation and to solicit referrals.
• Influence owners/customers considering rescission to proceed with the contract.
• Communicate with owners and customers when escalated issues arise.
• Escalate issues to senior management when appropriate.
• Track owner and customer issues and identify trends.
• Provide feedback to Sales and/or New Owner Administration based on owner/customer issue trends.
• Work with Sales and Marketing departments to address root causes of owner and customer problems/complaints and keep accurate records/reports on progress of all pending defaults.
• Ensure on-tour and purchase incentive benefits are processed and fulfilled on a timely basis and follow up on issues when they arise.
• Respond to questions, complaints, and/or concerns from owners/customers about reservations, closings, exchanges and all other aspects of their ownership including cases where a Vacation Ownership Advisor (VOA) is not available or when urgency dictates immediate action.

Manages Sales Gallery Operations

• Oversee and manage the daily operations of the Sales Gallery Floor, Sales Front Desk and Tour Desk (if applicable).
• Ensure that the sales gallery and Sales Front Desk meet standards at all times.
• Maintain food and beverage service presentation and appearance provided to guests visiting sales gallery.
• Ensure associates understand customer service expectations and parameters.
• Ensure adequate staffing of all gallery support positions.
• Understand sales front desk associate positions well enough to perform duties in associates' absence (when necessary).
• Maintains high visibility in public areas during peak times.
• Responsible for all aspects of on-boarding, training and maintaining up to date training manuals.
• Celebrate successes and publicly recognize the contributions of team members.
• Oversee all transportation and child activity functions (if applicable).
• Conduct and/or contribute to material for Daily Huddles/Line Ups.
• Comprehend department budget, operating statements and payroll reports as needed to assist in the financial management of the department.
• Maintain, administer and adhere to all required standard, local and division wide policies and procedures.
• Conduct Performance Reviews with all direct-report associates.
• Conduct one on one coaching meetings with individual associates as needed to improve performance.
• Address issues related to employee concerns (e.g., work-place conflict, performance issues).
• Support the hiring process by participating in recruiting activities.
• Review department associate satisfaction survey results to gain a better understanding of where opportunities exist to improve associate engagement

Other

Understand and abide by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).

Perform other du